Educate your staff in the contact centre

Educate your staff on how to articulate themselves on the phone and telephone etiquette. Surely the calls must be subject to QA.

The bank is not above the law and the staff can not access my account as when they please although Adoration at your ***** line seems to think the bank is above protocol. Unless there is enquiry into my account for a valid reason, I would be fuming if that statement is true that capitects staff can access accounts as and when they please without cause.

Further to that, update your warning sms when your staff access the account. Let us know, instead of saying " I have contacted the bank and passed the security check etc " when I infact have not, this can send someone into a panic.